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Integrating Oracle iSupport into OnlineCustomer Service Portal for RMA

January17, 2007

Presented by:

Craig Vidal

Anant Soni

Oracle Certified Partner Page2

Agenda

Overview1. Background Client2. Background Challenges3. Proposed and Delivered Solution

Process Flow1. Online User Registration2. RMA Creation3. Back-end Automation4. RMA Status5. Repair Estimate Approval6. Exception Management

Screen Captures1. Customer Portal Login Page2. Customer Portal Home Page3. Create Service Order

4. ServiceOrder Summary5. ServiceOrder Confirmation, packing Slip and contamination form6. Depot RepairOrder7. RMA Receipt8. Estimate Approval9. RepairOrder and WIP Status10. Change Password/ Account Information11. Online Help12. Customer Exceptions / Resolution

Outcome and Highlights


OVERVIEW


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Background - Client

The Client is a technology leader providing critical instrumentsand systems integration solutions in advanced gas and chemicaldelivery to the global semiconductor and electronics industries. Its

customer base includes both original equipment manufacturers(OEMs) and FAB owners.

The Client has more than 15 offices worldwide providing directsales, service and applications support.The client has itsEnterprise Applications running on Oracle Applications Release

11.5.9.

Number of Employees: 1300 worldwide

Count of Manual RMA Transactions: approx 1200 per monthincluding component sub assembly replacements


Background Challenges and Goals

Challenges

RMA processing was taking several months

Major customer satisfaction issues

The entire process was plagued by various pain-points

Due to lack of transparency and ease of use, the client was losing

Repair Revenue

Goals

Customers to create their own RMAs over the internet

Manage only exceptions through Customer Service back-office

Significant reduction in overhead

Increased customer satisfaction


Proposed and Delivered Solution

ImplementOracle iSupport as the core module for RMA capture

Back-end Automation around Oracle modules like Oracle Depot

Repair, Oracle Order Management, Oracle Pricing and Oracle Work InProcess to ensure minimal manual intervention and seamless processflow up to invoicing

Customized Exception Management to manage exceptions in the RMAcapture process effectively

Online user registration to allow customers self-register

Online Service RMA for managing and optimizing all Return forRepair activities

Automation of entire RMA process

24x7 access of RMA progress information to customers


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PROCESS FLOWS


Process Flow Online User Registration

Online User Registration allows customers to create their ownuser accounts.

Use of Data Quality Management (DQM) avoids dataduplication.

Customers

via WebCaptureContact Details,

Billingand Shipping AddressCreate newUser Account

And customer


Process Flow RMA Creation

Provides interactive user interface to capture Billing and Shippingaddresses, repair types, payment methods, shipping instructions andother details

Offers flexible pricing and repair discounts to the customers upfront

Customers can get a copy of packing slip and contamination formonline

Customers

via Web

Capture Informat ion

Required for RMA Creation

Create new RMA Notify Customer

GeneratePackingSlip &

Contam ination form


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Oracle Certified Partner Page 10

Process Flow Backend Automation

Back-end Automation around Oracle modules like Oracle Depot Repair,

Oracle Order Management, Oracle Pricing and Oracle Work In Processensures minimal manual intervention and seamless process flow up to

invoicing

RMA ReceiptCreate

Service RequestCreate RepairOrder,

Work Order

CreateRepair Estimates


Process Flow RMA Status

Customers

via WebSearchRMA

RMA Details

Repair EstimateDetails

PackingSlip,

Contam ination form

Shipping Informat ion

Export to excel

Customers can get real time information on RMA status, RMA details,Shipping and Billing details.


Process Flow Repair Estimate Approval

Estimate

ApprovalCustomers

via Web

Complete Work Order

Cancel

Work OrderShip Material

Return

Move toScrap

Ship Material

Approve

Scrap

Cancel Work Order

Generateinvoice

Add evaluationfees

Generate

invoice

Customers get email notification regarding estimate approval

Customers can then Approve/ Reject repair estimates


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Process Flow Exception Management

Review

Exceptions(ServiceAgent)


SCREEN CAPTURES


Customer Portal Login Page


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Customer Portal Home Page

HTML Bins displaying Recent RMAs,RMAs awaiting for customer approval.


Create Service Order

Customer Contact Information

Select Billing and Shipping

addresses

EnterProduct Information

EnterPO Number, Shipping

Information


Service Order Summary

Click on the PlaceOrder

button to create RMA


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Service Order Summary

Note down the Return Order

number. Click on the links to print

packingslip and contaminationform


Service Order - Packing Slip

Packingslip withbarcode

Ship your units to mentionedaddress.


Contamination Disclosure Form


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Repair Order Search

Search Repair orderbyRMA

number. Back-end automation has

created ServiceRequest, Repair

Order and repairestimates


Repair Order Search


RMA Receipt

Back-end automation will create

a WIP job against this repair

order after receiving.


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RMA Submit for customer approval

Verifyproduct entitlement,repair type and submit t hisRMA

for customer approval.


Repair Estimate / WIP Job Status

WIP Jobgoesin Hold state.

Repair Estimate status

changed to Bid


Service Order Status

Search RMAdetailsbyproviding

RMAnumber.

If required reprint packing slip,contamination form


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Service Order Details


Service Order Charge Details

Approve/ Decline repairestimates


Repair Estimate / WIP Job Status

WIP Jobgets Released.

Repair Estimatestatus

changed to Accepted upon

customer approval


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Reset Password


Online Help


Exception Management

List of theexceptions raised bythe customer.


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Exception Resolution

Resolve thisexception by

adding a product to theselected

RMA.


OUTCOME & HIGHLIGHTS


Outcome

Simplification of RMA processing

RMA processing time reduced from 2 weeks to 5-10 min

Manual Exception management time reduced by 70 %

Customer responsiveness improved by 120 %

Focused on Voice of the Customer, and improving customer

responsiveness and lead times

Higher customer retention


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Highlights

USJade had a team of 6 offshore and 1Onsite personnel

Project was executed within 4 months

Project was closely monitored by client for successful completion withinthe planned schedule Client was happy with the regular statusupdates and the onsite/offshore team coordination was commended.

Postmigration support has helped lower operational costs andsustained benefits


ForAdditionalInformation,Please contactCraigVidalon

email:[email protected]

Phone: 408-436-8303

ThankYou

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